Beautiful hotel, but the overall experience was a let down. We splurged on one of the nicer rooms, which we never do, but the idea of a private hot tub, water views, and a massive shower were quite appealing for a special occasion Our shower never quite drained and actually leaked out the sides opposite of the bathroom into our bedroom. The team was able to fix it the next day, although it was quite inconvenient as we had to be out of the room and unable to use the shower for an extended period of time Unfortunately our hot tub never got warm and we were unable to use it. The first time we mentioned this, they said it takes a long time. The second mention, they said they’ll take a look the next day (one of the two nights we were there). The next day, they “fixed” it, but turned it off before they left. It takes many hours to warm up and therefore, missed out again. Nina, at the front desk told us many inaccurate things throughout our stay, mostly involving the hot tub. On numerous occasions, mostly when requesting her in our room for the shower or hot tub, she was unapologetic and kept saying, “I didn’t know” while blaming her teammate from earlier in the day. Through these mishaps, we kept Nina and her teammate apprised as we were so disappointed and wanted a little bit of human empathy. My partner and I are both in customer service and just overall felt let down. Nina said she called the owner, Monica and “all” she would offer were complimentary aperitifs on the rooftop. We asked to speak with the owner or a manager and she begrudgingly told us we could email the main email and it would connect to Monica directly My partner sent an email and after a few days of not hearing back as promised, he sent another email asking for an update. The email kicked back and we were BLOCKED!!!! We sent the same email from my email address and notified them that we were blocked. We received a response the next day. There was zero accountability and the response was as if they never even read the original email and only defended by saying they watched Nina on the cameras and that she’s entitled to making mistakes. First and foremost, most of the encounters were in our room; hopefully not insinuating cameras are in our room? Second, although Nina impacted our overall experience heavily, the email wasn’t targeted at her; it was more about the shower overflowing into our room and the hot tub, which we paid so much for, not being usable. Neither were acknowledged in the response Drumroll please: about a week later, Nina called and then emailed me from her personal email threatening us. See attached. I would NOT recommend this hotel because of the overall lack of customer service, empathy and most importantly, integrity from the person representing the hotel and your first impression
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